scholarly journals The Effect of Marketing Mix, Service Quality and Trust on Customer Satisfaction and Loyalty at PT. Great Indonesian Milagros

2021 ◽  
Vol 8 (2) ◽  
pp. 127-141
Author(s):  
Andi Nuryadin ◽  
Mahfudnurnajamuddin . ◽  
Sabri Hasan
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Marketing Mix ◽  
Sem Analysis ◽  
Product Price ◽  
Insignificant Effect ◽  
Loyalty Marketing ◽  
Customer Satisfaction And Loyalty ◽  
Descriptive Statistical Analysis

This research purposes aims to analyze the effect of the marketing mix (product, price, promotion, place, employee, process and physical evidence) on customer satisfaction, the effect of service quality on customer satisfaction, the effect of trust on customer satisfaction, the effect of the marketing mix on customer loyalty, the influence of quality. service to customer loyalty, the effect of trust on customer loyalty and the effect of satisfaction on customer loyalty at PT. Great Indonesian Milagros. Test and analyze the effect of the marketing mix on customer loyalty through customer satisfaction at PT. Great Indonesian Milagros. Test and analyze the effect of service quality on customer loyalty through customer satisfaction at PT. Great Indonesian Milagros. Test and analyze the influence of trust on customer loyalty through customer satisfaction at PT. Great Indonesian Milagros. To achieve this research, questionnaires were distributed and documents were collected using descriptive statistical analysis methods, SEM analysis. The total population is all customers who have registered in 2015–2019, amounting to 558 subscribers. The numbers of samples in this study were 233 customers. The results of this study found that the marketing mix and service quality have a positive and significant effect on customer satisfaction, trust has a negative and insignificant effect on customer satisfaction. The marketing mix, service quality, and Trust have a positive and significant effect on customer loyalty. Marketing mix and service quality have a positive and significant effect on customer loyalty through customer satisfaction. Trust has a negative and insignificant effect on customer loyalty through customer satisfaction Keywords: Marketing Mix, Service Quality, Trust, Customer Satisfaction, Customer Loyalty.

scholarly journals The Influence of Service Marketing Mix and Umrah Service Quality on Customer Satisfaction and Customer Loyalty towards Umrah Travel Agents in Malaysia

2021 ◽  
Vol 22 ◽  
pp. 553-618
Author(s):  
Bestoon Othman ◽  
Amran Bin Harun
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Marketing ◽  
Marketing Mix ◽  
Mediating Effect ◽  
Marketing Communication ◽  
Product Price ◽  
Travel Agents ◽  
The Relationship

In the Malaysian Umrah industry, there are so many new participants selling and offering similar products and services. As a result, Umrah providers must compete to survive in this industry, as there are currently so many competitors.  They need to focus on customers’ special needs and preferences to maintain and retain the long-term relationship. Thus, the objective of this study is to examine the relationship between service marketing mix and Umrah service quality on customer loyalty towards Umrah travel agents, and the mediating effect of customer satisfaction in the relationship between service marketing mix/service quality and customer loyalty towards Umrah travel agents in Malaysia. This study explored and integrated two new dimensions    (not Ps) for service marketing mix namely after-sale service and marketing communication rather than traditional service marketing mix of 7 P’s. The study’s research framework was supported by the Stimulus-Organism-Response theory. Three of the four main constructs namely; service marketing mix, Umrah service quality and customer satisfaction were conceptualised as second order constructs and assessed via the reflective-formative approach. Customer loyalty which acted as the dependent variable was measured reflectively through seven multi items. All the items were assessed using the 5-point Likert scale. Data was derived from 384 Umrah customers who have used Umrah traveling services. All the constructs such as product, price, promotion, place, people, process, physical evidence, marketing communication, and after-sale service (marketing mix), Umrah service quality includes tangibles, reliability, responsiveness, assurance, and empathy had significant effects on customer satisfaction and customer loyalty. However, second hypothesis Umrah service quality and customer loyalty which were found not significant. Two indirect effect hypotheses to examine the role of customer satisfaction as mediators were accepted as full mediation. The study findings were discussed thoroughly and concluded with a discussion on the implications, the limitation of the study and recommendations for future study.

scholarly journals Marketing mix: effects of service quality and consumer behavior on loyalty. The mediating role of customer satisfaction

2017 ◽  
Author(s):  
Rego Devila ◽  
Sosiawan Ma’mun ◽  
Ansar
Keyword(s):  
Consumer Behavior ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Total Sample ◽  
Marketing Mix ◽  
Significant Positive Effect ◽  
Insignificant Effect ◽  
Positive Effect

The purpose of this study was to analyze the effect of the marketing mix, quality of service and consumer behavior towards customer satisfaction and loyalty cement. This research was conducted in South Sulawesi province with a population of 1,618 people and carried out with the formula slovin 5%, the total sample of 323 respondents. The study's hypotheses were tested using a model of Structural Equation Model (AMOS ver. 18). The study found that direct marketing mix positive and significant impact on customer satisfaction cement; service quality and significant positive effect on customer satisfaction cement; consumer behavior and significant positive effect on customer satisfaction. Marketing mix has a positive and significant impact on customer loyalty cement; service quality and no significant positive effect on customer loyalty cement; consumer behavior and no significant positive effect on customer loyalty cement. Satisfaction has a positive and significant effect on customer loyalty cement. Marketing mix has a negative and significant effect on loyalty through customer satisfaction. Service qualities have a negative and insignificant effect on loyalty through customer satisfaction. Consumer behaviors have a negative and insignificant effect on loyalty through customer satisfaction.

scholarly journals Islamic Microfinance Service Quality and Its Impact on Yogyakarta Customers’ Satisfaction and Loyalty

2020 ◽  
Vol 1 (2) ◽  
pp. 127-132
Author(s):  
Prastyono Putro Pangarso Pras ◽  
Sumadi Sumadi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Sem Analysis ◽  
Software Application ◽  
Islamic Microfinance ◽  
Customer Satisfaction And Loyalty

The purpose of this study is to examine the effect of service quality and religiosity on customer satisfaction and loyalty of Islamic Microfinance (KSPPS) in Yogyakarta. The research method uses a qualitative approach. The population in this study were all KSPPS customers in Yogyakarta. Samples were taken by 150 customers from 8 KSPPS using purposive sampling techniques. The analytical tool used for testing hypotheses in this study uses Structural Equation Model (SEM) analysis with the Analysis Moment of Structure (AMOS) software application. The results of this study indicate that customer satisfaction has a positive and significant effect on customer loyalty. Religiosity has a positive and significant effect on customer satisfaction. Religiosity has a positive but not significant effect on customer loyalty. Service Quality has a positive and significant effect on customer satisfaction. Quality of service has a positive and significant effect on customer loyalty.

scholarly journals ANALYSIS OF THE INFLUENCE OF MARKETING MIX TOWARDS LOYALTY THROUGH COOPERATIVE CUSTOMER SATISFACTION IN SOUTH TANGERANG CITY

EkoPreneur ◽  
2019 ◽  
Vol 1 (1) ◽  
pp. 62
Author(s):  
Silvia Sari ◽  
Sevty Wahiddirani Saputri
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Latent Variable ◽  
Structural Equation ◽  
Marketing Mix ◽  
Sem Analysis ◽  
Primary Data ◽  
Equation Modeling ◽  
The People ◽  
Customer Satisfaction And Loyalty

Cooperative as an important pillar in economic development in Indonesia. Cooperatives need to improve their loyalty and customer satisfaction in order to win the competition with other rital businesses. The research aims to identify and analyze forming factors in customer satisfaction that contribute to customer loyalty. This research was conducted in South Tangerang City because there is an increase in the number of cooperative ventures. Primary data was collected through questionnaires to 100 cooperative customers in South Tangerang city with purposive sampling techniques, and data Analyzed with Structural Equation Modeling (SEM). The exogenous latent variable is the marketing Mix (7P). While customer satisfaction and loyalty as an endogenous latent variable. The results showed that the built model has fulfilled the criteria of goodness fit and variable measuring research has a reliability (CR ≥ 0.70, VE ≥ 0.50) which is good. The results of SEM analysis indicate that customer satisfaction is largely influenced by the people dimension (γ = 0.92). The People dimension is well formed by the ability of employees to provide clear information (λ = 0.97), employee appearance (λ = 0.87), fast employee response (λ = 0.84), and employee friendliness (λ = 0.57). This the human resources (people) on cooperative ventures need to be built sustainably and gradually the customer satisfaction proved able to foster cooperative customer loyalty.  Keywords: Customer Satisfaction, Customer Loyalty, Marketing Mix, People, Cooverative

PENGARUH KUALITAS PRODUK DAN KUALITAS PELAYANAN TERHADAP PENINGKATAN KEPUASAN DAN LOYALITAS PELANGGAN PERUSAHAAN DAERAH AIR MINUM (PDAM) KOTA MAKASSAR

2019 ◽  
Vol 3 (2) ◽  
pp. 228-244 ◽  
Author(s):  
Muhammad Rezha Pahlawan ◽  
Nurlia Nurlia ◽  
Abdul Rahman Laba ◽  
Erlina Pakki ◽  
Hardiyono Hardiyono
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Product Quality ◽  
Customer Loyalty ◽  
Indirect Effects ◽  
Analysis Method ◽  
Water Company ◽  
The Relationship ◽  
Intervening Variables ◽  
Customer Satisfaction And Loyalty

This study aims to determine the effect of Product Quality and Service Quality on Increasing Customer Satisfaction and Loyalty in Makassar Municipal Water Company (PDAM) both directly and through intervening variables or indirect effects. This study uses a quantitative approach conducted with the aim to explain the position of the variables studied and the relationship between one variable with another variable. This research will explain the causal relationship between variables through hypothesis testing. In this study, the analysis method used is path analysis using the SmartPLS program. The results of this study found that directly the product quality had a positive and significant effect on customer satisfaction, service quality had a positive and significant effect on customer satisfaction, product quality had a positive and significant effect on customer loyalty, service quality had a positive and not significant effect on customer loyalty, customer satisfaction positive and significant effect on customer loyalty. The indirect effect of this research is product quality has a positive and significant effect on customer loyalty if mediated by customer satisfaction. Service quality also has a positive and significant effect on customer loyalty if mediated by customer satisfaction.

scholarly journals Analysis of determinant factors affecting retail business customer loyalty

2021 ◽  
Vol 5 (S3) ◽  
pp. 310-318
Author(s):  
Abdul Haris ◽  
Abdul Rahman ◽  
Yusriadi Yusriadi ◽  
Umi Farida
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Descriptive Analysis ◽  
Sem Analysis ◽  
Demographic Development ◽  
Five Dimensions ◽  
Factors Affecting ◽  
Goods And Services

Demographic development is the first field that influences the growth of retail stores. The rising population allows all goods and services to increase. To establish customer loyalty, the company must try to try to offer the highest quality in any product or service it must create a positive sense of quality in the minds of its customers. This research is a descriptive research type, trying to explain and describe each variable's conditions in detail and see the relationship or relationship between these variables. In the context of this study, the independent variables are Service Quality (X1), Relationship Marketing (X2), and Customer Satisfaction (Y), while the dependent variable is Customer Loyalty (Z). Quantitative data were analyzed using descriptive analysis and Structural Equation Modelling (SEM) analysis. Partially service quality has a significant influence on customer satisfaction in modern stores. In the sense that the quality of service provided by modern store management in Makassar City can contribute positively to customer satisfaction with the five dimensions of Tangible, Reliability, Empathy, Assurance, and Responsiveness. Direct service quality significantly influences customer loyalty, and indirect service quality has a significant effect on customer loyalty (LP) through customer satisfaction at modern stores in Makassar City.

scholarly journals Pengaruh Kualitas Layanan Terhadap Kepuasan, Kepercayaan Dan Loyalitas Pelanggan Travel Agent Di Kabupaten Badung

2020 ◽  
Vol 2 (2) ◽  
pp. 133-151
Author(s):  
Ni Luh Indiani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Partial Least Square ◽  
Travel Agent ◽  
Travel Agents ◽  
Insignificant Effect ◽  
Customer Trust ◽  
Online Travel ◽  
Online Travel Agents

The development of increasingly advanced technology has an important influence in the tourism service industry, namely the utilization of internet technology in the process of booking tour and travels through online travel agents. Conventional travel agents are increasingly being abandoned as travelers turn to online travel agents. Under these conditions conventional travel agents need to make a number of efforts to keep customers in order to survive. This study aims to analyze the effect of service quality on satisfaction, trust and loyalty of travel agent customers in Badung regency.Research respondents are domestic and foreign customers who use travel agent services in Badung regency, as many as 70 respondents. Data collection was done through survey using questionnaire. Testing research hypothesis using Partial Least Square (PLS).The result of the research shows that 1) the quality of service has positive and significant effect to customer satisfaction, trust and loyalty, 2) customer satisfaction has positive and insignificant effect to customer loyalty, 3) customer trust has negative and insignificant effect to customer loyalty, 4) satisfaction and customer trust does not mediate the influence of service quality on customer loyalty.Travel agent in Badung regency should improve and pay attention to the indicators supporting the satisfaction, trust and customer loyalty so that customers are not easy to switch to competitors.

scholarly journals Antecedents of Customers Loyalty towards Go-Jek Service

Telaah Bisnis ◽  
2021 ◽  
Vol 21 (2) ◽  
pp. 69
Author(s):  
Helmy Ilham Nugraha ◽  
Anas Hidayat ◽  
Putra Endi Catyanadika ◽  
Sri Rejeki Ekasasi
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation Model ◽  
Customer Loyalty ◽  
Structural Equation ◽  
Equation Model ◽  
Sem Analysis ◽  
Website Design ◽  
Consumer Loyalty ◽  
Purposive Sampling

Service quality is one of the biggest factors in determining consumer loyalty. The aim of this study is to analyze how the Go-Jek service quality an influence customer satisfaction in shaping customer loyalty to the Go-Jek company. This research is quantitative and the variables examined in this study are website design, reliability, trust, customer satisfaction, to support consumer loyalty. This research was conducted in Yogyakarta and the data was collected using a questionnaire based on a Likert-scale, and the taking method uses purposive sampling with 300 respondents. Data were then analyzed using structural equation model (SEM) analysis with the help of WarpPLS software. The results of the study show that the effect of e-service quality on customer loyalty to the Go-Jek company were positive and significant.

scholarly journals THE IMPACT OF MARKETING MIX ON CUNSOMER SATISFACTION AND CUSTOMER LOYALTY ON AQUA PRODUCTS

2020 ◽  
Vol 4 (2) ◽  
pp. 83-103
Author(s):  
Primawati Hayuningtyas
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Marketing Mix ◽  
Water Industry ◽  
Product Price ◽  
Campus Environment ◽  
Bottled Drinking Water ◽  
Place Promotion ◽  
Water Companies ◽  
The Impact

Almost every company in Indonesia carries out a variety of strategies to be competitive. In the Bottled Drinking Water Industry, the result of a research carried out by Mandiri Industry Update (2015) indicated the existence of intense competition, with more than 500 bottled water companies, of which 60% were mostly local players. This should be a concern for Danone Group with the AQUA brand that currently still dominates the market. AQUA must continue to maintain its market share by finding ways to provide satisfying products to costumers in order to encourage loyalty so that AQUA can survive in the competition. This study was chosen based on the researcher's interest in the effect of satisfaction felt by costumers on costumer loyalty to AQUA products. In this case, the Marketing Mix (product, price, place, promotion) forms the factors that lead to costumer satisfaction and loyalty (Wahab et al, 2016). This study was conducted in the campus environment of Airlangga University with as many as 80 students. The results of this study using empirical data indicated that the marketing mix variables consisting of product, price, promotion, place had a positive and significant effect on customer satisfaction, and customer satisfaction has a positive and significant effect on costumer loyalty.

The effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction

2020 ◽  
Vol 32 (3) ◽  
pp. 543-558 ◽  
Author(s):  
Neale J. Slack ◽  
Gurmeet Singh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Policy Makers ◽  
Content Type ◽  
Mediating Role ◽  
Corporate Resources ◽  
Customer Satisfaction And Loyalty

PurposeThe purpose of this study is to determine the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.Design/methodology/approachIn total, 480 supermarket customers participated in an intercept survey in four urban centres of Fiji. Descriptive statistics were used to determine the level of service quality provided by supermarkets, and inferential statistics to determine the gap between customer's service quality expectations and perceptions and to test the research hypotheses.FindingsThe findings indicate service quality of supermarkets is perceived as being unsatisfactory, service quality significantly affects customer satisfaction and loyalty and customer satisfaction partially mediates the relationship between service quality and customer loyalty reducing customer's perceptions of service quality, leading to lower customer loyalty.Practical implicationsThis study provides an indication as to where supermarkets should target their marketing attention and scarce corporate resources and may help in their efforts to service, satisfy, retain and attract more long-term loyal customers in the increasingly competitive supermarket sector. This research could inform government policy makers in sequencing the supermarket sector transformation and assist local supermarkets to adapt to this changing retail landscape.Originality/valueThis study advances our understanding of the effect of service quality on customer satisfaction and loyalty and the mediating role of customer satisfaction in the supermarket sector.

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